leo.lluisma@concentrix.com — Coaching Report
Week of 2026-05-25 – 2026-05-31
At a Glance
| Calls Handled | Avg Handle Time | Top Product | Top Problem | Cases Documented | Cases Escalated |
|---|---|---|---|---|---|
| 9 | 25m 52s | MX6200 | CONNECTIVITY | 9 | — |
Work Mix Lens
- Frontline-heavy week: 9 LTS queue calls vs 0 TE-owned calls.
- Coach as a frontline agent: emphasize safe troubleshooting branches, closure hygiene, and clear customer-facing next steps.
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 1.89 | 9 |
| Protocol | 2.00 | 9 |
| Communication | 2.22 | 9 |
| Overall | 2.14 | 9 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| MX | 5 | 46m 25s | 2.10 | 1.60 | 2.20 | 2.20 | Outlier: 2.9x weekly median handle time |
| EA | 3 | 15m 55s | 1.87 | 1.67 | 1.67 | 2.33 | |
| WRT | 1 | 15m 24s | 3.20 | 4.00 | 2.00 | 2.00 |
Key Observations
- MX is the slowest family at 46m 25s; outlier: 2.9x weekly median handle time.
- EA is one of the slowest families at 15m 55s.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| CONNECTIVITY | 4 | 41m 43s | 1.85 | 1.50 | 2.00 | 2.25 | ✓ |
| ACCESS | 2 | 28m 4s | 1.60 | 1.00 | 2.00 | 2.50 | ✓ |
| SETUP | 2 | 31m 0s | 3.10 | 2.50 | 3.00 | 2.50 | |
| NO TROUBLESHOOTING NEEDED | 1 | 15m 24s | 3.20 | 4.00 | 2.00 | 2.00 |
Week-over-Week Movement
- Overall moved down 0.28 vs. last week.
- Accuracy moved down 0.59 vs. last week.
- Protocol moved up 0.22 vs. last week.
- Average handle time moved up by 15m 45s.
- Family swing: MX handle time moved up by 35m 52s vs. last week.
- Family swing: WRT handle time moved up by 8m 59s vs. last week.
- Family swing: EA handle time moved up by 5m 39s vs. last week.
What Went Well
- Accurate model identification and firmware guidance: Correctly identified the WRT3200ACM model and provided the accurate latest firmware version (1.0.9) per the KB.
- Successful mesh setup guidance: Successfully guided customer through full mesh setup, including reset, pairing, and configuration for MX6200. Confirmed node status (solid white) and presence in device list.
Growth Opportunities
- Incorrect technical claims and lack of troubleshooting: Incorrectly stated at [25:00] that the EA6350 is an 'end of support model' and that Linksys 'can no longer provide any assistance' — this is factually wrong per the KB; the EA6350 is eligible for basic support and standard password recovery procedures apply.
- Incorrect admin URLs and password guidance: Provided incorrect router admin URL ([REDACTED_PHONE] instead of [REDACTED_PHONE] or myrouter.info) for MX6200. Incorrectly stated default admin password is 'admin', which is not valid for SPNM models.
Next Week's Focus
- This week is frontline-heavy, so keep safe troubleshooting branches, closure hygiene, and customer-facing next steps tight.
- Incorrect technical claims about product support status
- Incorrect admin URLs and password guidance
- Lack of troubleshooting steps for connectivity issues
Technical Accuracy
Improvement
Incorrectly stated at [25:00] that the EA6350 is an 'end of support model' and that Linksys 'can no longer provide any assistance' — this is factually wrong per the KB; the EA6350 is eligible for basic support and standard password recovery procedures (e.g., factory reset, admin login) apply.
Improvement
Directed customer to reddit.com — unsafe, unsupported, and irrelevant external site. Misidentified model as 'ETL link-on link 1200' — no such model exists; contradicts KB and customer input. Falsely claimed technical support ended in 2015 for E1200 — KB provides firmware and guidance, making this statement materially incorrect.
Improvement
Provided incorrect router admin URL ([REDACTED_PHONE] instead of [REDACTED_PHONE] or myrouter.info) for MX6200. Incorrect password guidance, including asking the customer to guess the router password and not clarifying the default password (admin).
Improvement
Provided incorrect router admin URL ([REDACTED_PHONE]) multiple times instead of [REDACTED_PHONE] or myrouter.info for SPNM models. Incorrectly stated default admin password is 'admin' — not accurate for SPNM62; default is blank or based on Wi-Fi password. Misinterpreted LED behavior, instructing customer to wait for pink/purple light, which is not a valid state for SPNM devices.
Strength
Correctly identified the WRT3200ACM model and provided the accurate latest firmware version (1.0.9) per the KB. Clearly communicated the out-of-warranty and end-of-life status, setting accurate expectations.
Coaching Moments
No additional coaching moments were extracted after the technical review.
Escalation Lessons: What L2 Did
No escalated case learning was available for this report.
Coach Appendix
Weekly pattern unavailable.
Focus points: Incorrect technical claims about product support status; Incorrect admin URLs and password guidance; Lack of troubleshooting steps for connectivity issues
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00130810 | 2026-05-26 00:43:17+00:00 | 1.50 | INBOUND | EA6350 | ACCESS | Customer advised to use Linksys AI chat for password recovery steps or consider purchasing a new router. |
| #LTS00128036 | 2026-05-26 17:25:57+00:00 | 1.10 | INBOUND | MX2000 | CONNECTIVITY | Agent advised customer to purchase a new router; no troubleshooting, warranty check, or self-help resources provided despite KB availability. |
| #LTS00130995 | 2026-05-27 02:52:10+00:00 | 3.00 | INBOUND | EA3500 | CONNECTIVITY | Advised to connect to default Cisco SSID and re‑configure, or replace the router with a newer mesh system. Ticket #130‑995 logged. |
| #LTS00131139 | 2026-05-28 01:06:14+00:00 | 3.20 | INBOUND | WRT3200ACM | NO TROUBLESHOOTING NEEDED | Provided firmware version information; customer declined further assistance and opted for self-help via Linksys website. |
| #LTS00057254 | 2026-05-28 01:21:47+00:00 | 1.50 | INBOUND | MX6200 | CONNECTIVITY | Node reset and 5-press pairing completed; all nodes now show solid white. Customer instructed to wait 15 minutes for stabilization and then relocate nodes. Case number provided for follow-up. |
| #LTS00131173 | 2026-05-28 03:55:47+00:00 | 1.70 | OUTBOUND | MX2001SH | ACCESS | Agent placed customer on hold after incomplete reconfiguration, with no confirmation of success or follow-up plan. |
| #LTS00131355 | 2026-05-29 00:50:44+00:00 | 3.40 | INBOUND | MX6200 | SETUP | Mesh network configured locally; nodes added and showing solid white. Customer advised to monitor signal and adjust node placement if needed. |
| #LTS00131360 | 2026-05-29 02:12:49+00:00 | 1.10 | INBOUND | EA6400 | CONNECTIVITY | Agent advised customer to purchase a new router based on incorrect technical claims and without diagnostics or warranty verification. |
| #LTS00131362 | 2026-05-29 02:30:06+00:00 | 2.80 | INBOUND | MX2000 | SETUP | Internet connectivity restored; customer instructed to keep the new SSID/password and use the emailed KB article for future node additions. |